Account Specialist - Support

About HighLevel:

Our People:

Our Impact:

What You'll Do:

• Serve as a Premium-facing product generalist and Slack-primary responder for assigned Premium accounts within the Support Organization.
• Premium Support onboarding calls to capture customer goals, confirm product familiarity, explain support processes, and outline how to request help in the future.
• Troubleshoot and resolve complex, cross-functional technical issues via Slack, Zoom, and scheduled calls, partnering across Dev, Product, Billing, Marketing, L2, L3, and PSM as needed.
• Answer product-related queries, resolve usage blockers, and provide timely support through Slack-first engagement with limited consultative guidance where applicable.
• Help customers avoid repeat issues and build confidence by improving their product usage patterns through clear guidance and Education.
• Monitor customer health signals via internal dashboards and proactively follow up on technical blockers, usage gaps, and unresolved issues; participate in Support Reviews (SBRs).
• Proactively reach out to Premium customers to follow up on unresolved issues and ensure continuity on critical workflows
• Participate in Product, Development, and Support org syncs to stay informed on evolving features, release impacts, and known issues relevant to Premium customers.
• Manage account coverage, handoffs, and ticket ownership transparently, following Premium Support Rules of Engagement to ensure timely, high-quality service .
• HighLevel is constantly changing as our business needs change, as may the duties of this Account Specialist role.

Experience/Education/Certifications Required :

• BA/BS in Computer Science or equivalent combination of education and experience.
• 2-3 yrs. of practical experience supporting a B2B SAAS platform, knowledge of Highlevel will be an added benefit
• 3+ yrs. experience in Client Relations, Account Management and technical customer support experience.
• Proven experience managing dedicated client relationships or high-value accounts in a technical support capacity
• Exceptional client-facing communication skills (oral, written, and interpersonal), with the ability to explain complex technical concepts clearly to non-technical users.
• Demonstrates a proactive motivation to solve tough technical problems, and know when to escalate or seek guidance.
• Ability to diagnose, troubleshoot and resolve issues over the phone, email, or chat.
• Comfortable conversing over live Zoom and Phone conversations is a requirement.
• Outstanding analytical and problem-solving skills.
• Detail-oriented and organized to be able to accomplish a wide variety of tasks in a fast-paced environment.
• Ability to work independently and as part of a team.

Language Skills Required Vs. Preferred :

• Fluent in English
• Demonstrated verbal and written communication skills.

Equal Employment Opportunity Information

Originally posted on Himalayas